Field Service Engineer - zamboangaRoche

Summary
Deliver customer satisfaction through technical service support
Essential Duties and Responsibilities: include the following (other duties may be assigned)
Sales of service contract and spare parts and to achieve service sales target
Provide prompt phone support or on-site quality technical assistance , repair and troubleshooting
Carry out site preparation visit, installation / de-installation, periodic preventive maintenance, decommissioning, modification and others according to checklist protocol and timeline scheduled
Document and submit all service reports according to Global Standards and timeline approved
Key-in activities and spare parts utilize for write-off in customer relation management system ( Prisma, Rexis and other CRM )
Manage and solve customers' complaint on technical related matters promptly and escalate the cases if required to immediate service team leader or manager
Read Global Service Bulletin for updates and troubleshooting guidance for frequent and new technical related repair or preventive actions
Perform on-call / on-site duty assignment
Escalate cases in global customer relation management system ( Aurora and others )
Recommends parts needed for order to maintain stock level
Conduct service training to distributor/dealer service engineers
Conduct basic technical training to customers
Ability and knowledgeable of basic IT software troubleshooting ( IT 3000, IT5000 and other succeeding SWs).
Maintain demonstration / training room instruments
Return faulty spare parts with credit to GCS after repair is completed
Maintain annual service costs of instruments to global standards
Conduct local service training to Engineers and customers
Requirements:
Bachelor Degree in Engineering discipline preferred
Experience in technical assistance , repair and troubleshooting preferred
Able to communicate fluently in both English & local language
Roche

Zamboanga City, Zamboanga del Sur
Permanent
Full-time